Managing your Xplora App Account

Managing your account is easy with the Xplora app — everything you need is in one place. Follow this simple guide to handle common account-related topics.

⚙️ How to access Account Settings

You can access all your account settings in the Xplora app: Open the Xplora app and tap on the Settings icon, located at the bottom. From here, you can view all connected devices and adjust your account settings.

🧑‍🎨 Customise your profile

Personalising your account is a fun way to make it your own. Here’s how to update your profile photo and name:

• In the Settings menu, scroll down to the Account settings and tap on your Profile.
  You’ll see options to edit your Account and Xplora GoPlay profiles. Tap on each of them to update your photo and name.

✉️ Update your phone number and email address

If you need to update your phone number or email address, follow these steps:

1. In the Settings, scroll down to Account Settings.
2. Choose either Email Address or Phone Number to make your update.
3. Enter the new details in the Update your phone number/email section.
   💡 Do not click on the current data field as this cannot be edited.
4. Make sure to click on the "I'm not a robot" checkbox.
5. You will receive a One-Time Password (OTP) to verify the new information.

🔐 Change your password

Changing your password is an important part of account security. Follow these steps to set a new password:

1. Go to Account Settings and select Change Password.
2. Enter your current password and your new password. Make sure the new password meets all the security requirements.

If you are unable to log in using your current password in the first place, you can reset the password from the home page:

1. Start by selecting your preferred method of logging in (e.g., continue with phone number or any other option).
2. Click on Forgotten Password? and choose the linked email or phone number to restore access.
3. After you receive the OTP, verify your details and set a new password.

🗑️ Delete your account

To delete your account, you need to remove all connected devices first. Devices are listed at the top section of the Settings screen:

1. Click on each device and select Factory Reset (if you are the sole Guardian) or Remove (if you're a secondary Guardian or contact).
2. Once your account is no longer linked to any device, go to Account under the Account menu.
3. Click on the Delete Account button that appears at the bottom and follow the screen instructions.

Read more about our data retention policy.

🌍 Change your app language

You can choose your preferred language from the available options by clicking on App language.

We cover all languages from markets where our products are being sold for an easy experience for everyone.

🛠️ Report an issue

If you experience any issues with the app, you can easily report them by tapping the Report an Issue button. Our team will start investigating as soon as possible if the problem hasn't been reviewed yet.

❗Reporting an issue sends your feedback to our technical team, but you won’t get any direct response. For support from our customer service team, please use the Contact Support button instead.

👆 Enable biometric login

For an easier and quicker login experience, you can enable biometric login (fingerprint or face recognition) by toggling the switch to the ON position.

🔢 Check your app version

The app version appears at the bottom. Make sure its updated at all times (by going to Google Play Store or Apple App Store to guarantee optimal performance of our products and services.

✅ Allow App permissions on your smartphone

To make sure everything works as it should and to get the most out of the Xplora app, make sure all necessary permissions are enabled on your phone. This includes access to:

📷 Camera – for activating the device and adding photos
🎤 Microphone – for sending voice messages
🔔 Notifications – to stay updated on important alerts
👤 Face ID / Fingerprint – for quicker and safer login

You can adjust these permissions in your phone’s settings under Apps > Xplora > Permissions.

💡 For the best performance, allow the app to run and update in the background — this helps you receive notifications in real time, even when you're not actively using the app.

Chat with Felix	Send us a message
Felix can help you more than you think! And it's easy to make an inquiry anytime. Click on the red bubble to open a chat.	Fill in our contact form to reach us by email. It helps us gather the necessary details to assist you efficiently.  Our response will be sent to your email.